Critical Service Support provides an engineering-led support service focused on maintaining resilience in critical environments. They offer critical uptime engineering support through independent and unbiased technical solutions delivered by a stand-alone business unit. Their key activities include critical uptime engineering, compliance, and delivering solutions to customers with critical environments to be maintained through a partnership relationship with a focus on strong customer relationships and trust.

1. Critical Service Support
An Business Model for Critical Uptime Engineering
Supporting customers with an engineering-led support service focused on
maintaining resilience within critical environments
© Critical Service Support Ltd. 2011. All rights reserved.

2. Critical Service Support
An Overview of Critical Uptime Engineering
PARTNER KEY OFFER CUSTOMER CUSTOMER
NETWORK ACTIVITIES RELATIONSHIPS SEGMENTS
Who will assist us What are activities What business What kind of Who are the
in delivering the to deliver service? offer are we customer customers?
Business model
product or making? relationship will we
service? have?
KEY DISTRIBUTION
RESOURCES CHANNELS
What resources do How do we deliver
we need to deliver the product or
this? What assets service to the
are required? customer?
COST STRUCTURE REVENUE STREAMS
What are the costs to How do we get
provide the product or paid?
service?
2

3. Critical Service Support
An Overview of Critical Uptime Engineering
PARTNER KEY OFFER CUSTOMER CUSTOMER
NETWORK ACTIVITIES RELATIONSHIPS SEGMENTS
Specialist
Who will assist us
Specialist Critical uptime
What are activities
Critical uptime Critical business
What
Critical Partnership of
What kind
Partnership Financeare the
Who
Finance
in delivering the
suppliers
suppliers to deliver service?
engineering
engineering offer are we
Engineering
Engineering customer customers?
Strong relationship
Business model
product or making? Strong relationship
relationship will we
Support.
Support. and trusted by Commercial
service? Compliance,
Compliance, and trusted by
have? Commercial
Health, Safety &
Health, Safety & Delivered through customer to
customer to
carbon & energy
carbon & energy Delivered through
Environment
Environment stand-alone manage critical
manage critical
stand-alone Media, ISPs &
Media, ISPs &
R3 Cost business unit to
business unit to operations.
operations.
R3 Cost Communications
Communications
Training
Training provide bespoke
provide bespoke
organizations
organizations KEY independent and
independent and DISTRIBUTION
RESOURCES unbiased technical
unbiased technical CHANNELS Defence
Defence
Tech. resource
Tech. resource solutions to
solutions to
Industry
Industry Through existing
Through existing
What resources do customers who
customers who How do we deliver Government
accreditation
accreditation have critical customers or
customers Government
Process driven
we need to deliver
Process driven have critical the product
this? What assets environments to
environments to service to the
are required? be maintained.
be maintained. To support bids
customer?
To support bids CoLo // Tech.
CoLo Tech.
Support
Support
methodology for new contracts
for new contracts
methodology
COST STRUCTURE REVENUE STREAMS
Management &
Management & Helpdesk
Helpdesk Training
Training Contract
Contract On cost plus
On cost plus Investment
Investment
engineering
engineering What are the costs to of key
of key revenue;
revenue; basis as get
How do we
basis as to secure
to secure
team
team Compliance &
provide the product or
Compliance & resource
resource embedded
embedded paid?
required by
required by future work
future work
service?
audit team
audit team or through
or through customer
customer or innovation
or innovation
Analytical tools
Analytical tools IT
IT variation
variation
3

4. Critical Service Support
An Overview of Critical Uptime Engineering
PARTNER KEY OFFER CUSTOMER CUSTOMER
NETWORK ACTIVITIES RELATIONSHIPS SEGMENTS
Unique selling points
Specialist
Who will assist us
Specialist Critical uptime
What are activities
Critical uptime Critical business
What
Critical Partnership of
What kind
Partnership Financeare the
Who
Finance
in delivering the
suppliers
suppliers to deliver service?
engineering
engineering offer are we
Engineering
Engineering customer customers?
product or making? Strong relationship
Strong relationship
relationship will we
Support.
Support. and trusted by Commercial
service? Compliance,
Compliance, and trusted by
have? Commercial
Health, Safety &
Health, Safety & Delivered through customer to
customer to
carbon & energy
carbon & energy Delivered through
Environment
Environment stand-alone manage critical
manage critical
stand-alone Media, ISPs &
Media, ISPs &
R3 Cost business unit to
business unit to operations.
operations.
R3 Cost Communications
Communications
Training
Training provide bespoke
provide bespoke
organizations
organizations KEY independent and
independent and DISTRIBUTION
RESOURCES unbiased technical
unbiased technical CHANNELS Defence
Defence
Tech. resource
Tech. resource solutions to
solutions to
Industry
Industry Through existing
Through existing
What resources do customers who
customers who How do we deliver Government
accreditation
accreditation have critical customers or
customers Government
Process driven
we need to deliver
Process driven have critical the product
this? What assets environments to
environments to service to the
are required? be maintained.
be maintained. To support bids
customer?
To support bids CoLo // Tech.
CoLo Tech.
Support
Support
methodology for new contracts
for new contracts
methodology
COST STRUCTURE REVENUE STREAMS
Management &
Management & Helpdesk
Helpdesk Training
Training Contract
Contract On cost plus
On cost plus Investment
Investment
engineering
engineering What are the costs to of key
of key revenue;
revenue; basis as get
How do we
basis as to secure
to secure
team
team Compliance &
provide the product or
Compliance & resource
resource embedded
embedded paid?
required by
required by future work
future work
service?
audit team
audit team or through
or through customer
customer or innovation
or innovation
Analytical tools
Analytical tools IT
IT variation
variation
4

5. Critical Service Support
An Overview of Critical Uptime Engineering
Unique selling points
Critical XXX will construct a service offering based on an understanding of the electrical and
Uptime mechanical infrastructure and component assets along with the technical competency
Engineering of the engineering resource and supported by leading QHSE and operating processes.
R3© is the combination of three parts of our maintenance offering; the skills of the
engineering resource, the technology that drives them and the processes that ensure
R3 the most efficient utilisation of their time. Together, this ensures we get the right
thing, completed in the right way in the right timescales.
Strong engineering support requires tried, tested and validated processes to manage
Process and control the complex and multiple interfaces we have with the critical environment.
Driven With processes built from the bottom up around critical installations, XXX have an
established framework that can be applied to meet all customer requirements.
Within XXX, it is essential for us to have a robust set of analytical tools in place to
Analytical support our ongoing performance. With tools available, such as thermography, acoustic
tools monitoring, six-sigma, carbon and energy monitoring and SPOF analysis, operational
risk can be reduced significantly. 5

6. Thank you
info@cssconsultancy.com
07983 578485 (Chris Payne)
Critical Service Support
An Overview of Critical Uptime Engineering
Supporting customers with an engineering-led support service focused on
maintaining resilience within critical environments
© Critical Service Support Ltd. 2011. All rights reserved.

7. Thank you
info@cssconsultancy.com
07983 578485 (Chris Payne)
Critical Service Support
An Overview of Critical Uptime Engineering
Supporting customers with an engineering-led support service focused on
maintaining resilience within critical environments
© Critical Service Support Ltd. 2011. All rights reserved.